Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

Calabrio

APRIL 27, 2017

The telephone is no longer the only way to contact a company, and email and social media options are more appealing to a lot of people. Managing changing customer behavior. These are cases only a contact center agent can handle, and the more experienced the agent, the better. Keeping your contact center agents engaged.

Contact Center 100

Contact Center Engagement Self Service Social Media 100

NobelBiz

FEBRUARY 13, 2024

The call center industry has been changing faster than ever, due to technological breakthroughs and constantly evolving customer demands. In 2024, businesses have the crucial responsibility of understanding and adopting the latest technology trends in customer service. Among its standout features is the Preview Dialer.

Call Center 59

Call Center Self Service Software Contact Center 59

Uniphore

DECEMBER 17, 2021

Contact centers are the main touchpoints with members, greatly impacting overall member satisfaction. In fact, more than four out of ten members (43%) report that they prefer the call center as the primary channel for communicating about their health plan. What’s the key to driving improved customer satisfaction?

Self Service 130

Self Service Healthcare Contact Center Effort Score 130

SaleMove

MAY 14, 2021

This includes the insurance industry: many have grappled with the desire to deliver impeccable and uninterrupted customer service while their teams work remotely. Customers have come to expect access to offerings online and for insurers to meet them within their digital journey.

Insurance 52

Insurance Self Service Contact Center Call Center 52

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response.

Chatbots 52

Chatbots Self Service Contact Center Omni-Channel 52

Think Customers

APRIL 12, 2022

Customer service is demanding. On average a contact center associate needs to handle complex applications, urgent customer needs, and all the manual inefficiencies that come with service inquiries. It helps orchestrate keys areas in the customer journey to ensure the experience is the same in every channel.

Self Service 52

Self Service Contact Center Customer Satisfaction Tools 52

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center Self Service Contact Center Analysis 84

NICE inContact

NOVEMBER 9, 2018

Too often, efforts to improve contact center performance are based business goals like increasing labor efficiency, or lower operating cost. But contact centers are not built to serve managers, they are built to serve customers. Be there when your customers need you. Most interactions occur over the phone.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Esteban Kolsky

JANUARY 29, 2018

30% churn in contact centers was not unheard off, and there were a couple of companies I know that had 120-150% turnover in one year. How can you provide good service when your employees barely know what they are doing? Churn went down, customer satisfaction went up. Is that how you leverage customer experience?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Vonage

DECEMBER 6, 2018

According to research by the Aberdeen Group, companies with strong omni-channel customer engagement retain an average 89 percent of their customers, compared to just 33 percent for those companies without. They focus on digital channels while excluding voice in the contact center. Channels supported. The role of your CRM.

Omni-Channel 145

Omni-Channel Multi-Channel Self Service Strategy 145